Shavonne S. Cook

Maintains the ability to perform any/all tasks within the plasma center; fulfill the role of production employees, and supervise donor flow. Learns and maintains thorough familiarity and compliance with all state and federal regulations, U.S. Food and Drug Administration (FDA)-approved Standard Operating Procedure Manual, Occupational Safety and Health Administration (OSHA), Clinical Laboratory Improvement Amendments (CLIA), Current Good Manufacturing Practice (cGMP), and internal company procedures. Supervise donor selection, plasma collection, and all manufacturing records to maintain the highest production standards in accordance with Federal and State regulations, with FDA-approved Standard Operating Procedure Manual, OSHA, CLIA, and cGMP. Attend all required training sessions, staff meetings, etc. Ensures that accurate and thorough documentation of necessary records is performed. Under the guidance of the Center Manager and/or the Assistant Manager, ensure the facility is maintained in a neat and clean condition and all equipment is kept in good working order. Submit timely and accurate reports as required by the Center Manager and/or the Assistant Manager. Assist in the control of center donor funds as determined by the Center Manager and/or the Assistant Manager. Assist in the training of new employees and the retraining of current employees. Maintains active communication with other service areas to ensure accurate documentation and quality. Builds rapport with donors to ensure overall customer satisfaction with the center to support long-term donation. Reports all unsafe situations or conditions to the area lead, supervisor, or manager. Trained to repair plasma center equipment. Assist the Center Manager and/or Assistant Manager in any task necessary in pursuit of company objectives. Organize products in the storage freezer, ensuring freezer organization is complete and consistent. Perform the QA review of donor samples. Perform the QA review of the product to be shipped to the consignee. Assist with the process flow in the lab, ensuring the bottles are entering the freezer in the proper time frame. Coordinate daily activities in the processing Area. Make daily assignments in coordination with the Center manager. Provide preventive maintenance as scheduled on equipment: centrifuge, heat sealers, thermometer, internal freezer thermometers and graph recorders, and calibrate as necessary. Observe technicians for compliance. Assist with destroying unacceptable units. Quarantine and discard unacceptable samples and products. Manage the flow of units coming through the window and ensure compliance in accordance with the SOP. Facilitate training of new lab team members in coordination. Set up, operate, and maintain instruments used for manipulating, monitoring, and storing plasma products (Quality Control). Maintain instruments used for processing and storage of donor samples and products. Document operational and maintenance activities when necessary. Determine supply inventory requirements; order and restock, as needed. Communicate delays and other issues to center management, and/or other necessary parties. Managed the work and performance of more than 30 employees.

• Perform blood collections by venipuncture and capillary techniques for all age groups. Collect specimens for drug screens, paternity tests, alcohol tests etc. Perform data entry of patient information in an accurate and timely manner. Process billing information and collect payments when required. Prepare all collected specimens for testing and analysis. Maintain patient and specimen information logs. Provide superior customer service to all patients. Administrative and clerical duties as necessary. Travel to additional sites when needed.

• Perform daily venipuncture procedures for patients in skilled nursing facilities and rehabilitation centers. Greet patients and verify their identity patients in accordance with company policy. Collects blood samples and labels vials with the patients' names and the dates while accurately and legibly prepared necessary paperwork for laboratory testing. Inventories and maintains appropriate levels of supplies necessary for the collection and timely processing of specimens. Develops and determines the best collection methods for specific patients, such as infants or elderly patients. Answers patients' questions on collection techniques and providing additional resources if requested all while remaining friendly, courteous, empathetic and keeping patients calm during blood collections. Drives personal vehicle to visit clients on location in metro Richmond areas to perform blood draws and specimen collection. Performs duties while maintaining the medical integrity of collected specimens in transport to the laboratory or hospital. Completes all training and certification requirements as needed to perform Job. Work independently as well as coordinate with team shift to efficiently perform STAT draws. Responsible for completing requisitions accurately. Reads, understands and complies with departmental protocols and procedures. Adheres to departmental and company code of grooming and dress code and lab coat policies, always appearing neat and professional. Comfortable working under minimal supervision. Strong communication; both written and verbal skills. Effectively communicates with the patients, nursing staff, family members and facility staff. Performs all required duties in a manner that meets or exceeds legal and regulatory standards including, but not limited to, privacy/confidentiality laws, conflict-of-interest laws, and laboratory operations regulations.

• Performs donor registration and screening. Performs phlebotomy for the collection of whole blood, therapeutic, autologous, platelet apheresis. Prepare for mobile or fixed site blood collection operations including equipment and systems checks and quality control. Register donors and determine eligibility for donation by assessing and recording vital signs (temperature, pulse and blood pressure) and reviewing health history. Performs phlebotomy and establish blood flow to collect units of whole blood and sample tubes. Monitors donation process, administering appropriate reaction care as necessary or as directed by Supervisor. Prepare whole blood units, sample tubes, and donor records for transport. Provide excellent customer service while maintaining a positive rapport with donors and working groups. Developing and determining the best collection methods for specific patients, such as infants or elderly patients. Preparing areas where blood will be drawn and ensuring the area is safe and clean after blood is drawn. Collecting blood samples and labeling the vials with the patients' names and the dates. Transporting blood samples to the laboratory for testing. Ensuring proper packaging and storage for the preservation of blood for donations. Screen patients for health issues by taking temperatures and checking vital signs like blood pressure and heart rate. Keeping your phlebotomy cart or station well-organized and following infection control and sanitation standards. Answering patients' questions on collection techniques and providing additional resources if requested. Remaining friendly, courteous, and sympathetic and keeping patients calm during blood collections. Supervise and perform venipuncture and platelet and plasma collection Oversee day-to-day operations at fixed sites throughout Virginia. Oversees the operation and maintenance of automated apheresis machines. Maintain compliance with SOP, current Good Manufacturing Procedures (cGMP), and regulatory guidelines. Educates new donors on the use of products made from donated plasma and platelets. Performs Inventory management

• Performs donor registration and screening. Performs phlebotomy for the collection of whole blood, therapeutic, autologous, platelet apheresis. Prepare for mobile or fixed site blood collection operations including equipment and systems checks and quality control. Register donors and determine eligibility for donation by assessing and recording vital signs (temperature, pulse and blood pressure) and reviewing health history. Performs phlebotomy and establish blood flow to collect units of whole blood and sample tubes. Monitors donation process, administering appropriate reaction care as necessary or as directed by Supervisor. Prepare whole blood units, sample tubes, and donor records for transport. Provide excellent customer service while maintaining a positive rapport with donors and working groups. Developing and determining the best collection methods for specific patients, such as infants or elderly patients. Preparing areas where blood will be drawn and ensuring the area is safe and clean after blood is drawn. Collecting blood samples and labeling the vials with the patients' names and the dates. Transporting blood samples to the laboratory for testing. Ensuring proper packaging and storage for the preservation of blood for donations. Screen patients for health issues by taking temperatures and checking vital signs like blood pressure and heart rate. Keeping your phlebotomy cart or station well-organized and following infection control and sanitation standards. Answering patients' questions on collection techniques and providing additional resources if requested. Remaining friendly, courteous, and sympathetic and keeping patients calm during blood collections.

• Store and distribute blood products/samples according to applicable FDA, AABB, CLIA, NRC and Virginia Blood Services policies and procedures. Meet the quality and quantity production and distribution goals established by the department. Prioritize workload to meet production and customer requirements. Operate, maintain and perform quality control checks on equipment. Ensure adequate inventory of required supplies. Perform data entry and operate the computer programs associated with component production, labeling, storage, and shipping. Maintain accurate, legible and complete manufacturing department records. Ensure products/samples are suitable for release for distribution and are managed appropriately. Identify and quarantine products/samples that don’t meet quality requirements. Perform disposition of unacceptable products/samples. Analyze and make decisions based on visual inspection and information provided from other departments to meet time requirements and quality standards. Perform good inventory management practices throughout the manufacturing and shipping process. Prepares special orders and assists with preparing products for QC and validations. Maintain accurate electronic and physical inventory locations for products/samples. Participate in training of staff. Perform review of manufacturing records. Perform daily, monthly, quarterly and annual QC and maintenance as needed. Prepares leukocyte reduced products. Performs product processes such as washing, pooling, deglycerolizing and concentrations. Assists in virtual pooling and batching of platelets for bacterial detection. May make hospital deliveries. Remain flexible to work a variable schedule that includes weekends & holidays, to meet the needs of our hospitals Drive for results and serve others with a high level of customer service. Interact in a positive, proactive, and customer-focused manner with both internal and external customers, always demonstrating care and compassion

• Responsible for coordinating all incoming medical management calls; Confirmed member eligibility and provider network availability; performed specialty care review, inpatient and outpatient authorizations for all state of Virginia policyholders, corrected and updated existing authorizations; Resolved and handled necessary clinical issues and questions; Direct liaison between medical management and other internal departments; made certain of completeness, accuracy and timely processing of all incoming requests. Achieved daily productivity goals and maintained outstanding error free quality. Explored skills and courses to improve personal growth and development; Knowledge of ICD 9, CPT and Healthcare Common Procedure Coding System (HCPCS)Medical Assistant level 1

• Obtaining and recording patient medical histories, vital signs, test results, and other information for medical records while maintaining strict confidentiality. Coordinating the daily administrative activities, including scheduling, patient check-in and check-out, and patient medical record maintenance. Preparing treatment rooms for clinical examinations and assisting practitioners with medical procedures and other patient care. Delivering compassionate support, attention, and assistance to patients and families. Complete clerical tasks (i.e., copying, faxing, filing, answering multi-line telephones, taking messages). Ensuring compliance with all health care regulations, including HIPAA and OSHA. Preparing and administering medications for patients as directed by physicians. Use (eClinicalWorks) for electronic medical records (EMR) patient intake. Assist the physician with immunizations and venipuncture for blood withdrawals. Send out the specimen to the lab for analysis. Collect specimen cultures. Schedule outpatient procedures at various locations for patients. Verify insurance policies via telephone and computer. Collect co-pays. Write letters per the physician's request. Administer vaccines and PPD screenings.
• Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
• Obtained client medical history, medication information, symptoms, and allergies.
• Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.

• Provide and sell the appropriate level of cable service to customers. Work independently to resolve customer problems or complaints. Handle medium volume of calls, covering customer services in a prompt and professional manner, obtaining all information for resolution of transaction. Answer customer questions regarding billing, service problems, products and features. Correct errors and discrepancies on customer billing as necessary. Target the customer's interest with a variety of products and service offerings. Prepare work orders for maintenance requests after determining if field visits are required and ensures appropriate follow-up procedures are met. Perform billing and posting of customer accounts, resolved delinquent account balances. Obtain assistance from Coordinator or Supervisor for complex inquires. Enter emergency appointments for customer's when phone, internet and cable issues

• Responsible for measuring signs such as temperature, pulse rate, weight, height, blood pressure, etc., interviewing them, and recording their information. Gave treatment and injections to the patient. Performed the routine tests Maintained the data of the patients and office on the computer and kept the records, billing, transactions, books, etc. Responsible for the sterilizing and cleaning of instruments and the preparation of the treatment rooms for patients. Responsible for scheduling appointments and insurance verification setting up the examination room, and assisting the physician when needed.
• Sanitized, restocked, and organized exam rooms and medical equipment.
• Obtained client medical history, medication information, symptoms, and allergies.

• Provide customer service to Financial Advisors and Sales assistants by effectively responding to how-to questions.
• Provide detailed instructions on how to process an Automated Customer Account Transfer Service (ACATS)Transfer, Mutual Fund Transfer request, Physical Transfers, and Security Control. Process and resolve escalation issues promptly for internal and external clients.
• Perform a limited number of outbound calls to follow up when extended. research is required. Assist branches and CCG firms with status updates and inquiries on accounts.

• Provide quality service to clients in a fast-paced call center environment.
• Analyze issues and lead clients towards logical conclusions.
• Exhibiting strong written and verbal communication skills, handle multiple tasks simultaneously to balance productivity.
• Cross-selling of bank products and services to meet the client's needs.
• Acting as a Point Person when a supervisor is not available.
• Assist the customers with lost or stolen situations to prevent fraud.
• Trained to open and close accounts when the customer's account has been compromised. Proficient use of multiple computer applications
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.

• Obtained company-acknowledged retention certification
  Assisted the client with updating or verifying account information
  Managed short collection payments to assist our recovery goals for delinquent clients
  Processed incoming and outgoing correspondence
• Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
• Received inbound customer calls related to credit and accounts receivable.
• Processed recurring automated payments and credit card payments.
• Built strong relationships with customers to increase retention and loyalty.

• Processed incoming and outgoing monetary items, checks, deposit verifications, and ACH transactions. Recognizing, locating, and reconciling both teller and customer errors and consistently meeting and exceeding deadlines to ensure proper postings of payments and debits. Assist the supervisor with time sheets and end-of-nightly batch closing. Operated proof machine to list, sort, and prove credits, debits, and deposits.
• Assisted in training new employees on proof operator responsibilities, contributing to overall team success.